Technical Support Specialist

George Moore 079********

**************@*****.***

uk.linkedin.com/in/george-moore-

608475180

SUMMARY

Experienced Technical Support Assistant with a demonstrated history of working in the estate agency industry. Skilled in Customer Support, Desktop Application Support, Application Support, Windows, and Microsoft Office, Saas. Excellent time keeping when getting back to customers via email, live chat and phone calls. My problem solving/investigation skills have developed greatly over the last few years to decipher what issues a customer is having or will have. Ability to work alone or as a team without any issues. When others need help I'm more than happy to roll up my sleeves and help where needed. Highly skilled using any system/platform and very adaptable. Very quick to learn new systems in a short space of time with limited help.

Proficient using: word, Excel, PowerPoint, Access and Publisher, Freshdesk, Zendesk, Zoom, Google applications, Github, JIRA. Extremely versatile on any device whether mobile, laptop or tablet. SLA:

Phone - Two rings 90%

Emails - First response one hour (resolve time four hours) 95% Chat - First response immediately (resolve one hour) 90% EXPERIENCE

Customer Support Agent 08/2021 - 10/2025

Yourkeys and Zoopla

Provide a first-class, professional, and responsive first-line support service to Yourkeys customers and their buyers Maintain the highest degree of customer service for all support queries and adhere to all service management policies and SLA's

Investigate and analyse incidents requiring second-line support before escalating Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner

Accurately maintain all support documentation and systems Identify common causes of incidents and provide comprehensive information so that we can minimise the rate and impact of recurring incidents

Developing relationships with other key functions within the business in order to ensure an integrated customer experience across departments

Partner closely with our Sales and Account Managers to positively contribute to customer engagement Work closely with the product and development team to influence new product features and functionality based on customer feedback.

Technical support assistant 11/2017 - 07/2021

Homeflow

Set-up and configuration of your website, including amendment of templates, logos, colours, fonts Uploading of business information, branch contacts and staff account details Creation of staff profiles for publishing on sites, and social media linking Uploading of property details

Creation of inbound feeds from your agency software to populate your Homeflow system, or outbound property feeds Analysis of phone and email enquiries that are reported in your admin system 1 / 2

General trouble-shooting, opportunities

Answer incoming phone calls/emails regarding service related inquiries to troubleshoot web based applications Document, track and monitor problems to ensure resolution in a timely manner, ensuring tasks are set to the appropriate priority levels

Maintain in-depth customer management to retain customers and increase customer satisfaction Maintain current knowledge of industry trends, concepts, practices and procedures and potential impact on the business Respond to enquiries to provide technical assistance and support Any other duties as appropriately assigned by management. EDUCA TION

Information Technology (IT)

Wolverhampton University - BSc (Hons)

Classification: Second Class [First Division] (2.1) SKILLS

Able to work independently

Team player

Good communication skills which allow me to work with people at different levels

Excellent time management

Organized

Qualified in ITQ: Word, Excel, PowerPoint, Access and Publisher

Graphic Design skills: Adobe Photoshop & Gimp 2.

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